Technical Support Engineer | Malaysia - Remote

Cohesity Inc.; Malaysia; Remote; MYR 80,000 - 120,000; Full time

Benefits offered by this job

Healthcare coverage

Paid parental leave

Flexible paid time off

Continuous learning opportunities

Job summary

Cohesity Inc. is seeking a Site Reliability Engineer to enhance our support team. You will be responsible for providing top-notch technical support to our customers while collaborating with diverse teams and continuously enhancing your technical skills.

The ideal candidate should have 4+ years of experience in Sys Admin and demonstrated proficiency in Mandarin. You will work in a hybrid model, with opportunities to develop professionally through mentoring and engaging in innovative projects.

Qualifications

• 4+ years of Sys Admin or related enterprise Technical Support experience.
• 4+ years providing 2nd/3rd level support in a product company.
• Mandarin language proficiency required.

Responsibilities

• Provide technical support to Cohesity customers and partners.
• Respond to customer inquiries for assigned products.
• Mentor and assist other technical support engineers.

Skills

Customer relationship management

Effective problem solving

Technical documentation

Strong willingness to learn

Cross-team collaboration

Education

Diploma/Graduation/Postgraduation in Engineering/Science

Tools

VMware

Python

AWS

Cisco Certifications

Job description

Site Reliability Engineer

Site Reliability Engineer (or technical support engineer) is a senior technical support role within the Cohesity support organization. The position is based in our local support centre, where you will have the opportunity to work with other talented engineers to ensure that Cohesity customers receive the highest level of support possible.

How you'll spend your time here

• Respond to customer inquiries (voice or other digital communications) for an assigned product(s) within a Technical Support Engineer environment.
• Provide technical support to Cohesity customers, partners, and field support staff with varying levels of support maintenance entitlements, focusing on diagnosing, troubleshooting, and debugging Cohesity software and hardware, including cloud platforms.
• Continuously develop technical skills through learning and supporting a platform that brings together availability, protection, and insights for our customers.
• Work with Cohesity customers, partners, and field reps by answering technical questions, and providing solutions for Cohesity products, including cloud infrastructures.
• Resolve cases per productivity, performance and SLA standards and support goals.
• Research, document, and collaborate on cases as required.
• Author or update technical documents into Knowledge Management (KM) for inclusion into support knowledge base.
• Address multiple issues simultaneously, with a case for each issue raised.
• Establish close interactions with team members and other applicable stakeholders.
• Assess when it is necessary to engage with team members to enable timely case resolution.
• Participate in the Technical Support Engineer Process Community Meetings and Innovation Teams.
• Participate in Product Previews for New Product Releases.
• Participate in projects and support the Enablement Functions, in addition to UAT testing for various initiatives.
• Work effectively in a collaborative operating environment, partner with internal and external technical support teams, with various levels of technical expertise.
• Mentor and assist other technical support engineers (TSEs) in the knowledge of product and processes.
• Participate in or conduct internal and external hiring interviews.
• Diagnose technically complex and/or politically sensitive case issues and engage senior team members to resolve.
• As a support champion, participate in internal projects partnering with internal teams to drive continuous process and product improvement, and develop course content, and TOI material to be delivered to TSEs.

We'd love to talk to you if you have many of the following

Position requires a motivated, self-starter and self-learner with a customer‑first attitude.

Ability to work with multiple stakeholders: Sales, Engineering, Development.

Demonstrate strong sense of willingness to learn, share, and work together as team.

Effective customer relationship management.

Capable of navigating customer expectations with empathy.

Active and reflective listening, problem solving and troubleshooting techniques.

Clear and concise technical documentation: Problem Statement, Case Notes, Knowledge Articles.

Core Technologies

• System Administration: Server Hardware, Software, maintenance, and troubleshooting.
• Networking: TCP/IP, TLS, PKI, Firewalls, Routing, VLANs, Link Aggregation (802.3ad, balanced‑alb), Authentication (LDAP, Active Directory), DNS, NFS, CIFS.
• Storage: LVM, RAID, DAS, SAN, NAS, Software‑Defined Storage, SAS, Fibre Channel.
• Diagnostics: Log Analysis, Process Tracing, Debugging, Kernel Panic, Root Cause Analysis.
• Observability: Application Performance Management, reliability, availability, and serviceability.
• Infrastructure: Data Center Operations / Management.
• Cohesity product offerings such as Net Backup and Data Protection.
• Enterprise Information Systems, Application Servers, and Hardware Infrastructure.
• Virtualization: VMware, Hyper‑V, RHV, Nutanix, and Containers (Docker, Podman).
• Databases: Oracle Database, IBM DB2, Microsoft Exchange / Microsoft 365.
• Storage: DAS/NAS/SAN – Switches, Zoning, HBA, SFP, WWN, WWPN.
• Cloud: Object Storage (AWS, Azure, GCP) and on‑premises disaster recovery solutions.
• Basic familiarity with SaaS, PaaS, IaaS, and APIs.
• Clustering and High Availability systems.
• Experience with scripting languages (Python, Perl, PHP) is beneficial.

Experience / Education / Qualifications

• Product knowledge and experience in Net Backup and Data Protection.
• Language proficiency in Mandarin a must.
• Diploma holders / Graduates / Postgraduates in Engineering / Science.
• 4+ years of Sys Admin or related enterprise Technical Support Certification in one’s product area.
• 4+ years’ experience providing 2nd /3rd level support in an enterprise class product company.
• 4+ years’ experience working in a LIVE production environment or datacenter with heterogeneous IT infrastructure.
• 3+ years’ experience of public and/or private cloud platform experience preferred.
• Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making.
• Ability to work onsite 3 days and remotely 2 days each week.

Certifications

• Red Hat: RHCSA, RHCE.
• Cisco: CCNA, CCNP.
• Cloud Certifications: Amazon, Microsoft, Google.

Benefits

• Healthcare coverage for you and your family.
• Paid parental leave.
• Flexible paid time off.
• Additional company-wide days off throughout the year.
• A robust wellness program.
• Continuous learning opportunities.
• A competitive salary and additional benefits package.

Equal Employment Opportunity Statement

Equal Employment Opportunity Employer (EEOE)

Cohesity is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact the company for assistance.